The Oaks

The home was meeting the Accessible Information Standard. Care records included communication needs and staff were seen communicating with people in their first language.

“The provider was meeting the Accessible Information Standard. People's communication needs were understood and supported.” from the report

The home had a complaints process and inspectors found that concerns were generally listened to and acted on.

“People's complaints were listened to, and the provider took appropriate action to resolve things when people were dissatisfied with their care.” from the report

Inspectors did not identify a general shortage of staff during the visit. Rotas included one-to-one support for people who needed it.

“The provider ensured there were sufficient numbers of suitable staff.” from the report

Staff described seeking consent, and the home completed mental capacity assessments and followed authorised deprivation of liberty arrangements.

“Staff ensured people were cared for in line with the authorisation, so people had the least restrictive care.” from the report

People could not always summon help when needed. Pressure sore prevention was not reliably carried out, hazardous cupboards were left unlocked and a damaged door remained unsafe.

“Many people's call bells were out of reach and care plans contained conflicting information about people's ability to use the call bell to summon help.” from the report

Some doses were missed, medicine records had unexplained gaps and storage temperatures were too high. The home could not assure inspectors that medicines were given as prescribed.

“People were placed at risk of ill health by not receiving their medicines in line with prescriber's directions and national guidance.” from the report

Some people did not have drinks within reach, and fluid records did not consistently show that targets were met. This placed people at risk of dehydration.

“Many people did not have any fluid within reach and were not being supported to take adequate fluids.” from the report

Inspectors saw uncaring interactions and people were not always given enough attention or help during meals. Some people were left in an undignified state.

“We observed examples of indifferent, uncaring interactions between staff and people receiving care.” from the report